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Maximizing Leadership Effectiveness through Support Operations with PostMates [Podcast]

Companies of any size should consider support operations a fundamental role to ensure your support team operates most effectively.

You can listen to Customer Experience Leaders Chat also on:

Leadership is difficult. Support Leaders are constantly pulled in multiple directions, always at-the-ready to put out a fire, and pivoting to new projects regularly. Aside from being overwhelming, some initiatives inevitably need to take a backseat to other more pressing work.

How do you decide whether to write that requested report for your executives or investigate an efficiency issue that will make your customers’ and your team’s lives better?

Lance Conzett, Business Operations Manager at Postmates, believes the answer is that you don’t. What you really need is a support operations team that will assist by focusing attention on the daily work while you remain strategic.

In Conversation with Lance Conzell, Business Operations Manager at Postmates

Lance presents a very appealing argument that companies of any size should consider support operations a fundamental role to ensure your support team operates most effectively. Beyond just effectiveness, it can help get more things done. Having a role that cuts down on the number of directions you are pulled in and putting out operational fires helps the team leader respond more effectively to pivots and produce better results.

Lance cites an excellent quote from ‘Deep Work: Rules for Focused Success in a Distracted World’ by Cal Newport: “To produce at your peak level you need to work for extended periods with full concentration on a single task free from distraction.” Support Operations is an excellent way to achieve that focus.

We dive into how this approach leads to better efficiency, effectiveness, and empowerment for your teams and that the value you receive far outweighs the cost of the function in both money and morale.

Please listen in as Lance explains how this can work for you.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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